Customer Service Professional - Group Benefits

Customer Service Professional, Group Benefits

Employment Type: Six-month contract

Contract Dates: September 8, 2026 to March 5, 2027

Location: Halifax, NS or Waterloo, ON

Work Arrangement: Hybrid, three days per week in the office and 2 days work from home

Pay Rate: $ per hour

Hours: hours per week

Position Overview

We are hiring a Customer Service Professional to support group benefits customers in a fast-paced contact centre environment. In this role, you will assist plan members with questions related to insurance benefits, claims, coverage, account balances, and online systems.

You will manage approximately 50 inbound calls per day while providing timely, accurate, and empathetic service. Some customer requests may require outbound follow-up by email.

This is an excellent opportunity for someone who enjoys helping people, learning detailed information, and working in a structured, performance-driven environment.

Key Responsibilities

• Respond to approximately 50 inbound customer calls per day
• Assist customers with questions related to group insurance benefits and claims
• Explain why a claim may have been declined or only partially paid
• Navigate source documents, benefit plans, and internal systems to locate accurate information
• Troubleshoot plan member account and system-related inquiries
• Provide clear and timely information about available products and services
• Complete outbound follow-up with customers by email when required
• Document customer interactions accurately and in accordance with established procedures
• Resolve customer concerns during the first interaction whenever possible
• Maintain quality, accuracy, compliance, and schedule-adherence standards
• Participate in specialized cross-training based on performance and business needs
• Work collaboratively within a supportive and respectful team environment

Performance Expectations

Success in this position will be measured using several customer service and operational metrics, including:

• Average handle time, including talk time, hold time, and after-call work
• Customer satisfaction and Net Promoter Score
• Quality, accuracy, and compliance
• First-call resolution
• Repeat-call volume
• Transfer rates
• Schedule adherence

The target call length is approximately 10 minutes or less, depending on the nature and complexity of the customer’s request.

Training and Development

Successful candidates will complete approximately six to eight weeks of structured training. Training will cover:

• Group benefits products and processes
• Contractual limitations and coverage details
• Claims-related inquiries
• Customer privacy and information-sharing guidelines
• Internal systems and technology
• Customer service procedures and call handling

You may also receive specialized cross-training in areas such as dental claims, health benefits, or group benefits balances. Cross-training opportunities will be based on performance, business needs, and your ability to apply the initial training.

You are not expected to know everything immediately. The team is looking for consistent effort, curiosity, professionalism, and a willingness to learn through training and experience.

Required Qualifications

• At least two years of overall customer service experience
• A minimum of one year of demonstrated stability in a previous position
• High school diploma or equivalent
• Strong verbal and written communication skills
• Ability to communicate clearly, professionally, and concisely
• Demonstrated empathy when supporting customers, while remaining firm and accurate
• Experience using technology and navigating multiple systems at the same time
• Ability to learn detailed products, policies, and processes
• Strong problem-solving and information-navigation skills
• Ability to work independently while contributing to a team environment
• Ability to work from the office every Tuesday, Wednesday, and Thursday
• Availability to complete the full training schedule
• Availability for rotating shifts within the stated hours of operation
• A private and professional workspace for work-from-home days
• Ability to connect a computer directly to a modem using an Ethernet cable

Preferred Qualifications

• Previous contact centre or call centre experience
• Experience supporting insurance, group benefits, banking, or financial services customers
• Experience handling medical or dental insurance claims
• Experience working in a professional medical or dental office
• Experience with Salesforce
• College diploma or university degree

Technical Environment

You may work with the following tools and platforms:

• Windows 11
• Salesforce
• Internal customer and claims-management systems
• Document imaging systems
• Microsoft Outlook
• Microsoft Excel

Work Schedule

This is a full-time contract position consisting of hours per week.

The hours of operation are 9:00 to 9:00 Atlantic Time, Monday through Friday. Employees are assigned rotating shifts within these hours, with schedules generally rotating one week at a time.

Candidates must be able to commit fully to the assigned training and rotating work schedules.

Office Locations

Candidates must be able to work from one of the following offices:

• Halifax, Nova Scotia
• Waterloo, Ontario

The hybrid schedule requires employees to work in the office on Tuesday, Wednesday, and Thursday each week. The remaining days may be worked remotely, subject to operational requirements.

What This Opportunity Offers

• Comprehensive training in group benefits and insurance-related customer service
• A supportive, people-focused workplace culture
• Opportunities to develop specialized knowledge in dental claims, health benefits, and other service areas
• Exposure to multiple areas of the group benefits business
• Potential access to future career opportunities across different departments
• Possibility of consideration for permanent opportunities based on performance and business needs, although conversion is not guaranteed

If you are a dependable customer service professional who communicates with empathy, learns quickly, and is comfortable working in a structured contact centre environment, we encourage you to apply.

Job Type & Location

This is a Contract position based out of Waterloo, ON.

Pay and Benefits

The pay range for this position is $ - $

Workplace Type

This is a hybrid position in Waterloo,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à

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Utilisation de l’intelligence artificielle (IA): Nous pouvons utiliser l’intelligence artificielle (IA) pour soutenir certaines étapes de notre processus d’embauche, notamment la recherche, la présélection et l’évaluation des candidatures. L’IA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à l’aide d’outils d’IA.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à l’aide d’outils d’IA.